SERVICETRADE PROFESSIONAL SERVICES SCHEDULE

Professional Services Schedule

This document provides scope, deliverables and data requirements, if applicable, for the following ServiceTrade Professional Services:

Account Set Up and Data Migration
2. Account Expansion
3. ServiceTrade Onsite Support
4. ServiceTrade Support Workshop, Remote
5. SalesManager (formerly NorthBoundary) Onboarding
6. PartsManager (formerly PartsLedger) Setup
7. InspectionManager Onboarding

Definitions:

“Account Configuration”: ServiceTrade’s initial setup and base configuration of demo and production accounts for the Customer. (Additional account set up and configurations are the responsibility of the Customer.)

“Customer Success Team”: ServiceTrade’s internal team for onboarding and training customers on the ServiceTrade suite of products.

“Deliverables”: Tangible or intangible outcomes, items, or milestones that are expected to be produced or achieved during the process of onboarding an organization onto a ServiceTrade product.

“Delta Data”: The incremental changes to a dataset over a particular period of time. For instance, if you were migrating data from one system to ServiceTrade, you might do an initial conversion and import of all existing data, and then schedule a subsequent “delta” import that only includes new or changed data since the last migration.

“Data Conversion”: Receiving, converting and importing Customer’s existing data into a ServiceTrade product.

“Data Requirements”: The specific types, structures, formats, and quality of data needed to accomplish a particular task or fulfill a specific objective.

“ServiceTrade Certification Program” (“Certifications”): Online training courses for Customers available at certifications.servicetrade.com. Course content is designed to provide Customer’s employees with necessary knowledge and skills to use the application to its fullest potential.

“ServiceTrade Journey Onboarding Dashboard” (“Journey Dashboard”): Online portal available at journey.servicetrade.com/login and designed to ensure efficient delivery of specific Professional Services by allowing the Customer to track progress, tasks due, upload data, register users for Certifications, and see information about members of the Customer Success Team involved in delivering the Professional Service.

1. ACCOUNT SETUP AND DATA MIGRATION (ASDM)

1.1 Timing and Delivery. Service takes place during the time frame defined by Customer’s Service Delivery Window via remote calls with member(s) of the Customer Success Team and access to the Journey Dashboard.

1.2 Deliverables. Deliverables include:

(a) Access to the Journey Dashboard;
(b) Certifications;
(c) Demo and production environments;
(d) Data Conversion, as outlined in section 1.4 below;
(e) Account Configuration; and
(f) Regularly scheduled calls with member(s) of the Customer Success Team.

1.3 Training. Training is delivered through the Certifications with follow up walkthroughs on scheduled calls with member(s) of the Customer Success Team.

1.4 Data Conversion Types. Data imported and setup into ServiceTrade is determined by the tier of license purchased for Online Services:

(a) Select Tier Customers: Import and setup of Companies, Locations, Recurring Services, and Items.
(b) Premium Tier Customers: Import and setup of all Select Tier data, plus Assets and Customer Specific Contract Pricing.
(c) Enterprise Tier Customers: Import and setup of all Select and Premium Tier data plus Recurring Services and Recurring Invoices.

1.5 Data Requirements. If Customer provided data does not adhere to the requirements below, additional charges will apply.

(a) Data Format Requirements. All data must be provided in a computer-readable, structured format such as: Microsoft Excel, CSV, Access Database, or SQL database.
(b) Data Source Requirements. Multiple sources of the same type of data must be consolidated or combined by Customer prior to submission. Separate data files that are unique on a per-Customer or per-Asset basis will be subject to additional charges beyond the standard setup fee.
(c) Data Linkage Requirements. Data that requires a connection to a Customer Company or Location record such as Assets, Services, and Contract Pricing must have a unique identifier that can be associated to the proper Customer Company or Location record.
(d) Revisions to Converted Data. ServiceTrade will convert Customer data into a file for Customer review prior to importing into Customer account. Upon review, one (1) revision of data is included. Additional revisions may incur additional fees.

1.6 Delta Data. Premium and Enterprise Customers needing to provide additional data to accommodate for the change in their current systems during onboarding should acknowledge these intentions at the time of data submission to the implementation team. The file containing a set of Delta Data should be in the exact same format as the original dataset.

1.7 Customer-Developed or Third Party-Developed Integrations. Responsibility around the successful operation of third-party integrations is owned by the customer and third-party representative, as applicable. Additional requirements for integrations need to be identified within the first 2 weeks of implementation or additional service window time and fees will be required.

2. ACCOUNT EXPANSION SERVICE

2.1 Timing and Delivery. Service takes place during the time frame defined by Customer’s Service Delivery Window via remote calls with member(s) of the Implementation team and access to the Journey Dashboard.

2.2 Deliverables. Deliverables include:

(a) Access to the Journey Dashboard;
(b) Certifications;
(c) Data conversion, which will be imported into existing demo and production environments as outlined in section 2.4 below;
(d) Account configuration assistance, which may be limited due to pre-existing setup, workflow, and data; and
(e) Regularly scheduled calls with member(s) of the Customer Success Team.

2.3 Training.Training is delivered through the Certifications with follow up walkthroughs on scheduled calls with member(s) of the Customer Success Team.

2.4 Data Conversion Types. Data imported and setup into ServiceTrade is determined by the tier of license purchased for Online Services:

2.5 Data Requirements. If Customer provided data does not adhere to the requirements below, additional charges will apply.

2.6 Add-on Products. In the instances of additional scope that includes add-on products including, but not limited to, PartsManager (formerly PartsLedger), SalesManager (formerly NorthBoundary), InspectionManager, ServiceTrade Accounting Connectors (STAC), Service Timecard and/or custom integrations, additional Service Delivery Windows, costs, and new Professional Services Order Form(s) will be required.

2.7 Customer-Developed or Third Party-Developed Integrations. Responsibility around the successful operation of third-party integrations is owned by the customer and third-party representative, as applicable. Additional requirements for these integrations need to be identified within the first 2 weeks of implementation or additional service window time and fees will be required.

3. ONSITE SUPPORT

3.1 Deliverables. A member of the Customer Success Team will join Customer’s team at the Customer’s office and provide training on the following topics related to the core ServiceTrade application: Overview of key features and functionalities, best practices for using ServiceTrade to achieve business objectives, hands-on training sessions to ensure familiarity with processes, and Q&A sessions to address any questions or concerns.

3.2 Requirements. A minimum of two (2) consecutive days of onsite support is required for each instance of delivery.

3.3 Scheduling and Fees. Any unique travel guidelines must be provided prior to booking travel. Any changes to the training schedule or plan must be communicated and agreed upon by both ServiceTrade and Customer at least two (2) weeks in advance of the onsite visit. Reasonable travel, lodging, and meals within the continental United States are included. If Customer cancels or changes dates within two (2) weeks of the onsite date, Customer may incur penalties or fees from travel service providers (airlines, hotels, etc.)

3.4 Delivery and Acceptance. Services will be deemed delivered and accepted upon completion of the total number of days of service, reflected in the order quantity on Professional Services Order Form, unless Customer notifies ServiceTrade in writing of unacceptable performance within 15 days after delivery.

4. SERVICETRADE SUPPORT WORKSHOP, REMOTE

4.1 Deliverables.

(a) Customizable Online Training Session. A member of the Customer Success Team will facilitate an online remote training session with the Customer’s team. The topics will be determined prior to the start of the first session and customized based on Customer’s needs.
(b) Recording of Session. Access to recorded training session(s) will be made available upon completion of the final session via a downloadable copy of the recording.

4.2 Delivery and Acceptance. Services will be deemed delivered and accepted upon completion of the total number of hours of service, reflected in the order quantity in the Professional Services Order Form, unless Customer notifies ServiceTrade in writing of unacceptable performance within 15 days after delivery.

5. SalesManager (formerly NorthBoundary) ONBOARDING

5.1 Timing and Delivery. Service takes place during the time frame defined by Customer’s Service Delivery Window via remote calls with member(s) of the Customer Success Team and access to the training videos described below.

5.2 Deliverables.

(a) Production environment;
(b) Data Conversion, which is limited to the import and setup of available Standard Contract template examples, Customers, Customer Contacts, Labor Types, Assets, Belt, Filter, and Part Library Items;
(c) Account Configuration; and
(d) Regularly scheduled calls with member(s) of the Customer Success Team.

5.3 Training. Training is delivered through the videos on the SalesManager (formerly NorthBoundary) website and during scheduled calls during the length of the Service Window.

5.4 Data Requirements. If data provided for SalesManager (formerly NorthBoundary) setup does not adhere to the data requirements below, additional charges will apply.

(a) Data Format Requirements. All Customer, Customer Contacts, Opportunities, Labor Types, Assets, Belts, Filter, and Part Library Items data must be provided in a computer-readable, structured format such as: Microsoft Excel, CSV, Access Database, or SQL database. All customer contract related samples must be provided in PDF, Word, or similar computer-readable formats.
(b) Data Source Requirements. Multiple sources of the same type of data must be consolidated or combined by Customer prior to submitting to the Implementation Team. Separate data files that are unique on a per-Customer or per-Asset basis will be subject to additional charges beyond the standard setup fee.

6. PartsManager (formerly PartsLedger) SETUP

6.1 Timing and Delivery. Service takes place during the time frame defined by Customer’s Service Delivery Window via remote calls with member(s) of the Customer Success team and access to the Journey Dashboard.

6.2 Deliverables.

(a) Access to Journey Dashboard;
(b) Certifications;
(c) Demo and production environments;
(d) Data Conversion, which is limited to the import and setup of Vendors, Vendor Pricing, Warehouses, Items, Stock Counts and Chart of Accounts into PartsManager (formerly PartsLedger), as well as required changes to naming conventions or inclusion of external IDs to ServiceTrade data that is directly integrated to PartsManager (formerly PartsLedger);
(e) Custom fields, Up to three (3) custom fields;
(f) Account Configuration; and
(g) Regularly scheduled calls with member(s) of the Customer Success Team.

6.3 Training. PartsManager (formerly PartsLedger) Training is delivered through the Certifications with follow up walkthroughs on scheduled calls with member(s) of the Customer Success Team.

6.4 Data Requirements. If data provided for PartsManager (formerly PartsLedger) setup does not adhere to the data requirements below, additional charges will apply.

(a) Different systems have different field requirements such as length of text, text or date formats and issues with special characters. To ensure compatibility between systems, Core ServiceTrade data may need to be updated to meet field requirements between systems.
(a) Integrations to systems external to PartsManager (formerly PartsLedger) require that unique identifiers be included as part of your initial data submission.

6.5 Revisions to Converted Data. ServiceTrade will convert Customer data into a file for Customer review prior to importing into Customer account. Upon review, one (1) revision of data is included. Additional revisions may incur additional fees.

6.6 Data Deltas.

(a) One-time Stock Adjustment. On hand counts and costs may change during the project implementation. Up to three (3) business days ahead of your projected go-live date, ServiceTrade will perform a one-time service to upload stock counts and current on hand values to ensure ServiceTrade has the most up-to-date information.
(b) Cutover Period. There is an expectation of a cutover period where some work may need to be tracked manually until the production environment is entirely set up. A member of the Customer Success Team will work with Customer to define the best way Customer can track that work during the cutover period.

7. INSPECTIONMANAGER ONBOARDING

7.1 Deliverables.

(a) Account configuration;
(b) Regularly scheduled calls with a member of the Customer Success team;
(c) Training

7.2 InspectionManager Library – Standard Forms

(a) Standard Forms – Limited Modifications. Modifications available for Standard Forms are limited to: 1) updating the customer logo, and 2) customer contact information. Any changes outside these specified modifications will cause the form to be a Custom Form and subject to the terms outlined in section 7.3.
(b) Standard Forms – Updates. If no modifications were made outside of those specified in 7.2(a), updates to new editions will be provided at no charge, as available, and upon customer request.
(c) Standard Forms – Feature Requests. Standard Form modifications based on jurisdictional requirements must be submitted for review as a feature request. These changes must be scoped prior to service taking place. Additional charges will apply.

7.3 InspectionManager Custom Forms

(a) Custom Forms – Scope Required. A scope for all Custom Forms is required prior to contract signing. Overall scope and form requirements must adhere to the InspectionManager configurations outlined in Exhibit 1.
(b) Custom Forms – Configurations. A list of default and unsupported configurations for Custom Forms is outlined in Exhibit 1.
(c) Custom Forms – Data Requirements. Files intended to be converted into Custom Forms must be provided in one of the following formats: Word, Excel, or PDF.

7.4 InspectionManager Asset Work. If Asset updates or overlays are required for Standard or Custom Form usage, Customer will be billed at the T&M rate listed on the Professional Services Order Form.

Inspection Manager Custom Forms – Configurations

InspectionManager Custom Forms – Default Configurations

Default Custom Form configurations include the following:

Device Magic Mobile Form

- Customer information from the file will be added to the Device Magic Form.

- Initial question sets will be added to the Device Magic Form.

- Anything asset related will be placed inside a repeat group with Asset system details.

- If deficiencies are applicable, a deficiency group will be added per form repeat group, to include only severity, description, image, and optional proposed solution.

- If the form requires a signature, a signature capture section will be created.

Device Magic Destination Template

- Customer information from the file will be added to the Device Magic Template.

ServiceTrade Updates

- Asset addition and updates for assets contained in the Device Magic Mobile Form.

InspectionManager Custom Forms – Configuration Options NOT Available

These configurations are not supported in InspectionManager.

Summary Calculations. Summary calculations on the output template should not exceed a consolidation of more than 20 total fields. More than 20 will impact form performance and is currently not a supported feature.

- For example, 10 calculations inside a repeat group and 10 calculations outside the repeat group would reach the same threshold as 20 calculations inside a repeat group.

{IF} Statements.

- {IF} statements on the template per question will impact form performance and is currently not a supported feature.

- {IF} statements on the template within Asset repeat groups may impact form performance and is currently not a supported feature.

Deficiency Creation. Individual deficiencies cannot be created in ServiceTrade per each failed input on the inspection of a device or asset. A collection of all found deficiencies within a repeat group being added as a deficiency in ServiceTrade is the only supported deficiency capture method.

3 or More Asset Types. More than 3 individual asset types being collected in one form. More than 3 will impact form performance and is currently not a supported feature.
Populating Past Form Data onto Current Form. Pulling past form data (inspection, job) onto a current form is not currently supported.